Level 3 · Process · P05 · Reservations & Revenue
Voucher purchase issuance and redemption
ReviewedHotel National ZermattPayment ProviderGuest
KPIs
| KPI | Target | Cadence |
|---|---|---|
| Voucher redemption rate | >= 70% within 24 months | quarterly |
Systems
- Booking engine & website — Direct booking capture
- PMS — Core property management (rooms, guests, folios)
People & roles
- Reservations Manager — Booking lifecycle
- Revenue Manager — Pricing
Process model
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Linked decision table
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Modeling notes
P05 Voucher Purchase, Issuance, and Redemption - Modeling Notes
Date: 2026-05-18
Process intent
Model the full voucher lifecycle used by Hotel National Zermatt from guest purchase request through payment authorization, voucher issuance, and redemption decisioning.
Participants and lanes
- Guest (external pool)
- Payment Provider (external pool)
- Hotel National Zermatt (pool with lanes)
- Reservations & Sales
- Finance
- Front Office
Why this is unique (not templated)
- Two distinct lifecycle phases in one collaboration:
- Purchase + issuance
- Redemption + eligibility check
- Parallel work after payment approval:
- Generate voucher code/PDF
- Post deferred revenue entries
- Event-based guest outcome handling (confirmation vs decline).
- Dedicated DMN decision task for redemption eligibility.
DMN artifact
/home/kieran/Documents/Hotel-Zermatt/assets/decisions/decision_hotel_national_p05_voucher_redemption_eligibility.dmn- Inputs:
voucherStatusisExpiredblackoutDateproductMatch
- Outputs:
decision(allow/deny)reason
Control-flow assumptions
- Payment failure terminates purchase (no voucher issued).
- Redemption decline provides alternatives and keeps guest journey open for later rebooking/redeem attempt.
Related processes in Packages & vouchers (2)